Sadly, we have had a small number of cases recently where members have been overly aggressive or abusive to LAA staff over the telephone. Our staff have the right to work in a safe environment and are therefore required to report any such behaviour. We’re committed to treating you with respect and courtesy when using our services. Please treat our staff with the same respect and courtesy as you’d expect from us. The LAA will not tolerate behaviour which is abusive, offensive or threatening.